About the Role We are seeking an experienced Service Delivery Manager to take ownership of our service operations. This is a hands-on role, not a pure governance position. 1. Service operations, on-call & incidents * Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed. * Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews. SOPs and Runbooks